Customer Experience Team Leader - 4PL

Job Description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Your responsibilities:

• Ensure the delivery of a superior Customer experience to our Maersk customers.

• Coach, develop and build a high performing team.

• Proactively identify issues and mitigating them, ensure issues raised are resolved quickly.

• Drive the root cause analysis and actions plans to solve from root the issues.

• Outline the operational processes and their constant review and improvement.

• Closely collaborate with other teams.

• Actively build strong relationships with customers.

• Make sure that Lean Management principles are followed.

• Build a strong succession plan.

• Ensure that internal and external KPIs are on target.

• Present plans to improve productivity and efficiency.

• Drive a correct workload balance across the team.

• Actively participate in new accounts implementations.

• Coaching and lead team members.

• Drive transformations and change management projects.

• Ensuring team adheres to the standard process and customer specific SOP’s/IOP’s and monitors respective KPI’s.

• Onboarding of new team members.

• Owns the skill matrix of her/his team.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires.

• Help resolve all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions.

• Set clear objectives and guide team to achieve targets and performance standards.

• Be an active element on ensuring we have a profitable business and cost control.

• Participate on new accounts implementation on tasks as: project call assistance, SOP mapping and systems configuration.

What we are looking for:

• At least 3 years in similar position with indirect or direct reports.

• Customer services management experience in International Transportation, Logistics, or Freight Forwarding.

• International Trade, International Business, Logistics, Administration.

• Advanced English written and spoken level– Is able to hold a business conversation.

• Excel Intermediate (know how to build dynamic tables and simple Macros), Power BI is a plus.

• Power Point – Is able to build professional KPI presentations.

• Ability to engage others in supporting operation and customer services growth

• Perseverant & Action Oriented.

• Collaboration and Influencing.

• Problem solving.

• Communication effectiveness.

• Result oriented, self-driven.

• Operational Financial Savvy (Selling rate. Buying rate, Gross Profit calculation, dispute handling and resolution).

• Negotiation skills

• Forecasting

• Closing Month and financial reports

• Training, coaching, leadership skills.

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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.